Published on November 1, 2023, 12:21 pm

Generative AI is becoming increasingly important in business operations and customer service. It has the potential to revolutionize various industries by streamlining processes and improving customer experiences. However, human oversight is still necessary for effective implementation. The technology can handle mundane tasks, freeing up employees to focus on more meaningful responsibilities. Generative AI offers capabilities such as sentiment analysis, language translation, and text classification, enabling businesses to deliver personalized customer interactions. It also enhances chatbot functionality, making them more conversational and capable of answering complex questions. Overall, generative AI is a transformative technology that can improve work quality and productivity with the right balance between technology-driven solutions and human expertise.

Generative AI: Enhancing Business Operations and Customer Service

Imagine you’re on a stormy holiday weekend, and you receive news of a significant delay in the first leg of your flight. Normally, this would entail spending precious time on hold with airline customer service. However, things are changing. This time, you engage in a brief text exchange with the airline’s AI chatbot. Within moments, the AI assesses your situation and prioritizes your request. Soon thereafter, a human agent takes over, confirms the details, and promptly rebooks you on an earlier flight so that you can make your connection. Thanks to this efficient interaction between generative AI and human assistance, you’ll be able to enjoy mom’s pot roast at home on time.

Generative AI is gaining prominence as an essential component of business operations and customer service interactions today. According to Salesforce research, three out of five workers (61%) either currently use or plan to use generative AI in their roles. Furthermore, 68% of these employees express confidence that this technology’s ability to generate text, video, image, and audio content almost instantaneously will enhance customer experiences.

However, it’s important to note that generative AI is not a complete solution or a replacement for human workers. The survey reveals that 60% of respondents believe human oversight is crucial for effective and trustworthy implementation of generative AI.

While generative AI holds enormous potential to revolutionize business operations across industries, how companies choose to adopt it will determine its true value. Thoughtful integration with human empathy and ingenuity will be vital.

Although still in its nascent stages, various use cases for generative AI are beginning to emerge in different sectors. In sales and marketing, generative AI can assist in creating targeted ad content, identifying leads, upselling/cross-selling products/services, and providing real-time sales analytics. When applied internally within functions like IT support and HR, generative AI can improve help-desk services, streamline recruitment processes, generate job descriptions, facilitate onboarding and exit processes, and even contribute to code-writing tasks.

One of the significant advantages of AI for employees is its ability to handle mundane, repetitive tasks that consume valuable time. According to Ramandeep Randhawa, a professor of data sciences and operations at USC Marshall School of Business, AI can take over such low-level duties and free up employees from monotonous work. This shift can improve employee satisfaction by enabling them to focus on more meaningful responsibilities.

In terms of customer experience, generative AI offers capabilities like sentiment analysis, language translation, text classification, and summarization. These features enable businesses to deliver highly tailored and contextually aware customer interactions. Generative AI powers advanced customer-facing chatbots that prioritize urgent messages—just like the one that assisted you with your airline delay. Additionally, it empowers agents behind the scenes by providing valuable context, suggesting next actions, and offering possible responses to ensure smooth handling of customer requests.

Public release of generative AI technology over the past year has driven significant improvements in chatbot functionality. Vishal Gupta, Vice President at Everest Group states that generative AI has made chatbots more conversational and capable of answering complex questions with higher quality output.

Gupta emphasizes that no industry remains untouched by generative AI’s potential. He sees these tools being utilized by every employee in any organization across various sectors to enhance the quality of their work while improving productivity.

Generative AI is indeed an exciting advancement for businesses looking to optimize their operations and enhance customer service. However, it’s crucial for organizations to find the right balance between technology-driven solutions and human expertise—a collaboration that will drive success in leveraging this transformative technology.

(Source: Adapted from MIT Technology Review)


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